Why Customer-centricity REALLY matters

If you’ve ever had a really bad customer experience and thought to yourself (or shared with a friend – or twenty) “Wow – I am NEVER going to do business with this organization again,” you are not alone. Most of us have had bad experiences at some point, and research shows, it tends to send us directly into the waiting arms of the nearest competitor.

Conversely, a really GREAT customer experience can go a long way toward earning trust and increasing loyalty. Time and time again, it’s been proven that even as the economy, products, and preferences change, organizations that demonstrate a superior level of service (a.k.a customer-centricity) are more likely to retain their current customers. And even more importantly, those customers will engage more and spend more of the course of their lifetime.

So you might be thinking to yourself, “This is awesome, because MY organization is ALREADY customer-centric.” But do you know this for sure? Check out the below infographic – I think you’ll be as surprised as I was to discover extensive data detailing the vast difference between how organizations feel they are delivering on customer experience, vs. customer experience index scores and reporting.

Want to learn more? Download this free whitepaper for information about the critical measurements that can contribute toward a customer-centric culture.

Rachel Ostafi has been working in a professional marketing capacity for 17 years, and joined the UBM Live/ICMI Marketing Team in April 2008. In her position as Senior Marketing Manager, she is responsible for creating and executing upon the marketing plans for conferences and professional certification within ICMI. Rachel also contributes in a writing capacity to the promotion of several other ICMI products. Over the course of her long career, Rachel has worked in several different industries (including publishing, skincare, finance, and education), and has extensive experience in marketing to both businesses and consumers.